Reservations Supervisor

Blue Mountain Resort•Palmerton, PA

7d•Onsite

About The Position

The Reservations Supervisor helps support the daily operations of the Reservations and Call Center team while creating a positive, welcoming, and solution-focused experience for guests. This position helps lead employees, assists with daily operations, resolves guest concerns, and helps ensure consistent service across phone, LiveChat, reservations, and other guest communication channels.

Requirements

Must be at least 18 years of age.
Must be able to work on-site.
Must be available to attend paid training sessions mid-November, with a tentative season start (weather permitting) the first week of December.
Ability to lead and support employees.
Strong commitment to hospitality and delivering excellent guest experiences.
A high level of organization and time management skills.
Comfortable handling difficult guest situations calmly and professionally.
Ability to prioritize changing tasks in a fast-paced environment.
Strong verbal and written communication skills (including typing and texting).

Nice To Haves

Previous leadership, hospitality, customer service, call center, reservations, or related experience preferred.
A willingness to work a flexible schedule, including days, nights, weekends, and holidays.

Responsibilities

Performs exceptional guest service via phone, email, and live chat for inbound and outbound resort inquiries regarding admissions, group sales, recreation activities, food & beverage, and special events.
Identifies opportunities to recommend and upsell products and services to callers.
Abides by guest communication guidelines to increase caller satisfaction.
Ensures daily customer contact quotas are met or exceeded.
Always maintains a courteous and service-oriented disposition, especially when faced with escalated situations.
Places outbound calls to customers to promote new products and services during slow call volume periods.
Monitors trends in incoming inquiries, alerting the Call Center Manager of repetitive grievances or issues.
Requests refunds and replacements to the Call Center Manager as needed.
Contributes to group sales efforts of the Sales & Marketing Teams during off-peak, “green season” months.